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Sub-Theme: Public Administration and Digital

Transformation

The Resolution of Ojek Online Vs. Traditional Public Transportation

Conflict

Ikeu Kania

Faculty of Social and Political Sciences, Universitas Garut, Indonesia (email: ikeukania@fisip.uniga.ac.id)

Dini Turipanam Alamanda Faculty of Economics, Universitas Garut (email: alamanda.dini.2017@gmail.com)

Mila Karmila

Faculty of Social and Political Sciences, Universitas Garut, Indonesia (email: milakarmila14@fisip.uniga.ac.id)

Ahmad Kurniawan

Faculty of Social and Political Sciences, Universitas Garut, Indonesia (email: ahmadkurniawann9@gmail.com)

Abstract

Nowadays, the demand for people mobility is getting higher. The breakthrough of online

application-based transportation innovation such as Go-Jek combining transportation with

communication technology through smartphone requires the people to decide which

transportation is most compatible to their need. The presence of something innovative in

many areas can get resistance, so can the presence of ojek online (online taxibike) in Garut

Regency getting resistance from conventional transportation, particularly ojek pangkalan

(base taxibike) and city public transportation (angkot) ending up with conflict. This research

aims to provide an alternative solution by means of organizing conflict mapping, conflict

resolution process, and conflict resolution. Research method employed was qualitative

approach, while data was obtained through observation and interview with 8 informants. The

result of research showed that factors becoming the main source of conflict are social factor

related to the passenger preferring ojek online, ojek online picking up passenger in ojek

pangkalan and city public transportation areas and economic factor including cheaper tariff

of ojek online.

Keywords:

conflict resolution; conflict mapping; conflict resolution

Introduction

The presence of online application-based transportation, such as Go-Jek in Indonesia,

makes people feeling that the children’s need for mobility, in addition to using traditional

vehicle, is very important. Since its inception, Go-Jek begins to market and advertise its service

massively through television, mass, and printed media facilitating the people to know

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information on this online application-based transportation. Online application-based

transportation is transportation service accessible online through smartphone (Nandi 2019).

The change of transportation model from conventional into application based-one is very

popular within community and it is a form of social change occurring within community

requiring facilitation in using transportation mode (Simarmata and Ikhsan 2017). The changes

occurring within community are a normal phenomenon. The higher the community’s demand

for mobility, the more is the need for transportation vehicles that can provide mobility and

movement from one place to another quickly.

Go-Jek is a new business operating in online transportation as the objective of service

to people with new breakthrough (Waruwu 2017). This online application-based

transportation innovation is supported with communication technology through smartphone.

This online application-based transportation is the integration of ojek transportation service

and communication technology aspects. Out of many online application-based

transportations existing in Indonesia, Go-Jek is the one mostly used by people (community)

(Silalahi, Handayani, and Munajat 2017)

However, this existence of ojek online like Go-Jek generates controversy within society. Ojek

online is indicated to be the competitors to common conventional transportations existing such

as city angkot and ojek pangkalan (opang)(Junior 2017)(Azzuhri et al. 2018)(Wijayanto et al.

2018). In its inception in 2017, ojek online was responded poorly by some parties. The

declination was manifested into oral protest, massive strike, and anarchic protest, as indicated

with the massive strike conducted by angkot performers and some of actions resulted in

damage.

In Garut Regency, competition between ojek online and conventional ojek drivers is

indeed inevitable, and mistreatment conducted by ojek pangkalan performer against ojek

online driver resulted in some lesions on his face. Some conflicts have occurred between

drivers of online transportation and those of conventional transportation. This conflict was

triggered by the decreased income of ojek pangkalan and angkot. Online transportation drivers

often feel threatened when entering into an area where there is opang. As a result, many Go-

Jek drivers reluctantly use the company attribute as their identity because of their worry for

the anarchic treatment against them.

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Conflict of ojek online vs. ojek pangkalan and city transportation has not reached

reconciliation de facto until today (Anwar 2017)(Arbi and Susilawati 2019). Although the

conflicts of ojek online vs. ojek pangkalan and city transportation have been discussed in many

areas in Indonesia, the conflict resulting from different place, with difference source occurring

due to many different reasons. Conflict often occurs due to a statement and action made by a

party triggering others’ anger (Kabir 2015). The role of communication in conflict

management process is often called the fraction of all organization regulations to manage

conflict (Madalina 2016). Therefore, to deal with the conflict, conflict mapping is required.

The conflict mapping is conducted to find out an overall representation of conflict occurring

(Brown and Raymond 2014). Conflict mapping describes introduction concerning attitudes,

behaviors, and situation developing in conflict dynamic (Abdalla 2017). Furthermore,

(Abdalla 2017) represented a problem through seven elements of conflict: conflict source,

issues, parties entering into conflict, other party’s attitude, behavior or intervention, and final

result.

An alternative innovative solution is still needed in Go-Jek conflict case in Indonesia

(Wijaya, Setyowati, and Sudarmo 2018). Conflict resolution model in an organization contains

two important dimensions (emotion and rationality): cooperative, how far one party intends

to satisfy and to care about others and assertive, how far one party intends to satisfy or care

about itself only (Liliweri 2009). Meanwhile,(Fisher 2008) defines conflict resolution as the

attempt of dealing with the cause of conflict in order to establish new relation that can unite

the competing groups.

In developing an interactive conflict resolution, (Fisher 2008) suggested the

importance of engaging members of parties entering into conflict in analysis, dialogue, and

problem solving. Mediation is a type of alternative confliction resolution used for a long time

to resolve many types of conflict. Medation is a conflict manajemen process in which parties

entering into conflict resolve their conflict through negotiation to achieve mutual agreement

(Wirawan 2011).

Negotiation is also a conflict resolution strategy that can be applied more quickly than

collaborative solution, in which the parties hand something over for the sake of approved

solution (Kabir 2015).

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The objective of research was to map the conflict of ojek online vs. Traditional Public

Transportation occurring in Garut Regency and to give an alternative solution by means of

organizing conflict mapping, conflict resolving process, and a resolution of conflict.

Methods

This research employed a qualitative approach with ex-post fact method, revealing the

facts concerning the conflict occurring in ojek online vs. traditional public transportation case.

Furthermore, exploration was conducted using cross-sectional approach. Techniques of

collecting data used were observation and interview. Observation was conducted using

observation guide as the research instrument to draw conclusion about the meaning from

respondents’ point of view on occurrence, event, or process observed.

In-depth interview was conducted using interview guide with 8 informants selected

and capable of providing data relevant to conflict mapping process, conflict resolving conflict,

and resolution to conflict occurring in Garut Regency. The informants included

representatives of Garut Regency Government (informant 1); ojek pangkalan driver (informant

2); ojek online driver (informant 3); chairperson of ojek pangkalan community (informant 4);

chairperson of public transportation organization or Organda (informant 4); chairperson of

ojek online community (informant 6); representative of Garut Resort Police (Polres Garut)

(informant 7) and community using public transportation mode (informant 8).

Result and Discussion

Map of Conflict of Ojek Online vs. Traditional Public Transportation

Considering the result of interview with informants, conflict occurring due to the presence

of ojek online in Garut Regency is presented in table 1.

Table 1.

Summary of Conflict Occurrence

No Date Issue/Conflict Parties involved

1 27-05-2018 An ojek online driver mistreated by ojek pangkalan

driver

Hundred Ojek Online drivers in Garut were angry

and sweeping the conventional taxibike base

- Ojek Online (Ojol)

Driver

- Opang Driver

- Police officer

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2 23-06-2018 Ojek online’s sweeping over some base taxibike

points.

- Ojol Driver

- Opang Driver

3 25-06-2018 Organisasi angkutan darat (Organda) Garut (Land

Transportation Organization of Garut) threatened

to conduct massive strike.

- Organda

- Ojek online

- Transportation

Office

- :Police Officer

4 28-08-2018 Conventional Transportation’s Massive Strike Part

1

- Organda

- Transportation

Office

5 25-05-2019 Ojek online Driver was robbed. - Ojek online

Drivers

- Ojek online users

- Police officers

6 26-06-2019 Ojek Pangkalan driver hitting the Ojek Online

Driver in Garut was arrested finally.

- Ojek Pangkalan

- Ojek online

- Police officers

- Organda

7 26-06-2019 Conventional transportation’s massive action Part 2 - Organda

- Transportation

Office

Source of Conflict

Four issues putatively become the source of conflict: ojek online behavior, competition

for passengers, infringement against area, and transportation business change. The

competition for passenger issue is the most prominent one. The presence of ojek online is

considered as rival in earning money by ojek pangkalan and city transportation. This

competition results because the income of ojek pangkalan and city transportation decreases.

Such the condition is confirmed by informant (1):

“….The source of conflict between ojek online and ojek pangkalan or city

transportation is social factor. It includes their envy with ojek online, as the

passengers prefer using ojek online service. Any transportation will face

resistance anywhere, such as the presence public transportation facing andong

driver’s resistance in the past. Similarly, because ojek online is considered as an

alternative facilitating transportation vehicle, ojek pangkalan drivers feel

disturbed by reduced income…but we do not know what should we do but

receiving and following the technology development…”

An informant (2) stated:

“….The presence of Go-Jek makes me feeling disturbed, my income decreasing,

passenger preferring ojek online to ojek pangkalan or public transportation, because

the cost of ojek online is cheaper. I want Go-Jek not coming into this base, because

frankly we feel it as heavy rival. So, Go-Jek drivers should not pick up passenger

haphazardly as it will irritate ojek pangkalan drivers….”

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The source of conflict occurring is indeed unsurprising. (Tarigan 2012) stated that the

behavior of not appreciating others results in anger and looses the relationship. Similarly, in

relation to the reason of business competition, (Piezunka et al. 2018) stated that the difference

between individuals in the terms of opinion, objective, desire, and stance concerning the object

disputed. In social reality, there is no individual with shared character so that this different

character contributes to the rise of social conflict. Actually, the infringement of area is not

always committed deliberately by ojek online (Azzuhri et al. 2018) (Wijayanto et al. 2018), but

also due to factor of ignorance that the area passed through belongs to red zone, as suggested

by an informant (3):

“….I have just been ojek online driver, I has been informed about red zone

where we may deliver but many not pick up passenger. But, there is also a new

red zone I have just known when I was blocked by opang saying that this area

has belonged to red zone…”

Conflict condition occurring between ojol and opang is also relevant to (Van Kleef et al.

2008) study finding that the interpersonal effect of anger in the conflict is due to the

dependency on something, in this case ojek job, predisposition of information process

performed, and justification of anger expression.

Conflictive issues

The issues of online transportation conflict in Garut Regency are discussed below. Firstly,

sweeping is committed by ojek online group against ojek pangkalan. The sweeping action

committed by ojek online is untrue, because sweeping should be conducted by local law

enforcers.

Another informant (4) said:

“….The biggest conflict occurs in Guntur Garut Terminal in the mid of 2018

not with fellow ojek (bikers) but with four-wheel vehicle drivers. Once upon

a night, terminal base taxibikers (ojek pangkalan terminal) were on base point

(mangkal), many passengers newly went down from bus. Because it was night,

city public transportation (angkot) has no longer operated, usually they would

automatically ride ojek pangkalan but in the presence of Go-Jek and Grab, they

preferred riding Grab. It generated discontent among ojek pangkalan drivers,

so that at that time commotion occurred and Grabs car parking in Simpang

Lima were damaged due to ojek pangkalan drivers’ attack. Since then, ojek

online drivers were angry and conducted sweeping to find those ojek pangkalan

drivers in taxibike bases …”

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Secondly, massive strike was performed by public transportation (angkot) performers.

This condition occurred not only in Garut but also in Makassar (Anwar 2017) and almost in

all other areas throughout Indonesia, in which public transportation is usually a dependable

transportation mode to local people before the presence of ojek online.

An informant (5) explained:

“….As the administrators of Organda, we want some regulations clearly

governing the presence of ojek online in Garut Regency, in order to keep the

conventional public transportation such as city public transportation keeps

surviving, despite the presence of ojek online. We will perform strike as the

protest to the government, so that the government is expected to know that

the presence of ojek online makes public transportation business performers

and drivers restless….”

The form of violence is not only committed by ojek online group but also by ojek pangkalan

group against ojek online drivers. This business ethic issue has ever resulted in uproar as it

generates counter-reaction.

An informant (6):

“…as fellow taxibikers, we should maintain ethic and politeness to relieve this

conflict. Just like the case occurring yesterday in Karangpawitan Sub District,

in which an ojek online driver was stricken by ojek pangkalan drivers. It

occurred because the ojek online drivers picked up passenger in the ojek base

area and ojek pangkalan drivers knew it, so that it made them emotional and

stroke the driver. It is because the ojek online driver has no politeness ethic and

does not respect ojek pangkalan….”

As aforementioned in the source of conflict sub chapter, business ethic arises as the

issue triggering conflict. Business seniority generates among ojek pangkalan drivers the feeling

of wanting to be respected and appreciated by ojek online drivers. It is normal, as suggested by

(Brouer et al. 2012), that business conflict can arise due to the problem of juniors’ attitude to

their seniors.

Thirdly, the next issue is promise denial. Ojek pangkalan drivers decide on which areas ojek

online drivers cannot pick up passengers, or called red zone. The banners containing the

prohibition of ojek online operation are posted in each of bases, not merely because of ojek

pangkalan drivers’ dislike with ojek online but also because of the promise denied by

applicator management. It is confirmed by an informant (4) stating:

“…Central management gives quota for ojek pangkalan but it is misused by

one of applicators. Eventually, ojek pangkalan was only given promise without

realization. The applicator promised that it will facilitate ojek pangkalan drivers

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to make account easily without Driving License (SIM), and Vehicle Number

Identity Letter (STNK), but until today the promise has not been realized

yet…”

Disappointment with the central applicator management leads to the establishment of red

zone by opang drivers in some locations in Garut Regency. (Ganson 2014) stated that breaking

business promise will potentially elicit conflict cost in the future.

Finally, the issue triggering conflict is ojek online tariff cheaper than ojek pangkalan and city

transportation’s. It makes people as the consumers preferring using ojek online for short-

distance trip, as suggested by an informant (8):

“….Yeah… when the destination is around the city, ojek online is preferable,

as it is cheaper, provides many promotions, takes shorter time. But, if the

destination is far or cross-sub district, city public transportation is cheaper,

and ojek pangkalan must be more expensive. I use ojek pangkalan when there is

no other choice, because the cost of ojek pangkalan is very expensive”.

Ojek Pangkalan performers expect that government will be able to develop regulation about

ojek online tariff to prevent it from determining too low tariff. And it is indeed granted by

central government, considering zonation. Ojek online tariff formerly cheap becomes very

expensive as the effect of Minister of Transportation’s Decree Number 12 of 2019 in which the

tariff is adjusted with zonation system. In the presence of new regulation, minimum tariff of

ojek online in Garut Regency increases from IDR 4,000 to IDR 9,000. An informant (8)

commented later:

“….. However, since the tariff is increased, it burdens me, even the short

distance takes IDR 9000 increasing from IDR 4,000 formerly, so I prefer riding

city public transportation (angkot)”.

The increase in fact also affects the ojek online drivers’ income, as suggested by an informant

(3):

“…In the case of new tariff, the drivers of ojek online formerly face a problem

related to the target to be achieved everyday. They should pick up at least 20

orders, but because the tariff increases, they find difficulty in finding order.

But, the advantage is that picking up only 10 orders has given them IDR

100,000…”

Thus, there are six issues relevant to ojek conflict in Garut Regency: sweeping against opang

by ojek online, massive strike performed by city public transportation, business ethic, promise

denial by applicator management, red zone, and ojek online tariff.

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Those entering into conflict

Some parties are putatively engaged in conflict between ojol and opang in Garut Regency.

Informant (3) stated that ojek online drivers, ojek pangkalan drivers, applicator management,

and police are four (4) parties entering into conflict circle, as confirmed by one of informants:

“….those engaged in this conflict are ojek online and ojek pangkalan drivers,

the applicator promising the account development instead worsens the

problem as they do not realize the promise, and police officer as the mediator

has taken no action.

Meanwhile, according to an informant (8), government enters into the conflict. He stated that:

“….the approach most potentially used to this ojek online and ojek pangkalan

problem is social approach. It is here that the government contributes to dealing

with the zonation issue, including village, kelurahan, or sub district

government…”

An informant (6) then revealed the name Organda as the one necessarily involved in resolving

ojek conflict in Garut:

“Organda has a power to make the driver of ojek pangkalan or public city

transportation understanding it because they interact with each other

frequently…”.

From the result of exploration, informants mentioned 6 parties involved in and

contributing to the resolution of ojek conflict in Garut Regency: ojek online drivers, ojek

pangkalan drivers, applicator management, police officer, local government, and organda.

Attitude

Respect to fellows with same profession is very important, because conflict between ojek online

and ojek pangkalan is often due to bad attitude. An informant (3) said:

“….One of factors causing conflict is ojek online drivers’ attitude, i.e. picking

up passenger prominently in front of ojek pangkalan, thereby irritating the ojek

pangkalan drivers, just like the case occurring in Banyuresmi in which an ojek

online driver was stricken by ojek pangkalan drivers…”

In addition another informant (2) said:

“…They (ojek online drivers) should appreciate, and respect ojek pangkalan

drivers and as the ones with same profession they should understand that ojek

pangkalan drivers also want to earn money. They are not like ojek online drivers

who can get passanger anywhere…”

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Action

Measure or action taken to resolve the conflict occurring is to see the attitude of opponent

(Alamanda and Prasetio 2014). The striking action generates ojek conflict in Garut Regency.

As suggested by an informant (3):

“…..One of factors causing conflict is ojek online drivers’ attitude, i.e. picking

up passenger in front of ojek pangkalan, thereby irritating the ojek pangkalan

drivers, just like the case occurring in Banyuresmi in which an ojek online driver

was stricken by ojek pangkalan drivers…”

Another action taken is demonstration or operational strike. Such action has ever been

performed by Organda during the appearance of Trans Metro Transportation in Bandung City

Bandung (Alamanda et al. 2010). Measure taken by Organda to resolve the conflict is to

question the clarity of regulation or policy about ojek online in Garut Regency, as confirmed

by an informant (5):

“….All city public transportation vehicles perform strike, we as the

administrator of organda wants the clear regulation related to ojek online in

Garut, to prevent the conventional public transportation such as angkutan kota

(angkot) going bankrupt due to the presence of ojek online. It concerns people’s

primary (eating) need, because the angkot drivers’ income comes from the

passengers, when the angkot is full, it means that the money they get is

reasonable. The presence of more ojek online drivers in Garut affects the angkot

driver’s fate because many passengers prefer using ojek online…”

The next measure is coordinative one taken by local government related to this conflict.

Coordination between policy makers is a positive measure to resolve the conflict. Such action

is also confirmed by informant (1):

“We have coordinated with Go-Jek (an online transportation application

company) that will be studied by Transportation Office”

The measure taken by police as mediator of ojek online conflict in Garut Regency is to mediate

those frequently entering into dispute. (Seo and Takashima 2017) stated that the role of

mediator is very important in resolving horizontal conflict in social life. Police also contributes

to impose sanction to the law breaker, including those entering into ojek online conflict in

Garut regency. An informant (7) stated:

“…both ojek online and ojek pangkalan performers are requested to restrain

themselves from acting brutally and conducting sweeping or other actions

making the people restless, we can discus it well in police office in kinship

circumstance. We will take firm action against anyone breaking the law…”

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Intervention

Government has released a regulation about Ojol on March 11, 2018 in Minister of

Transportation’s Regulation Number 12 of 2019 about the Protection of Motorcycle User

Safety used for Community Interest. Through this law, ojek online also have operational

foundation.

Then, on May 2019, Minister of Transportation officially governs ojek online tariff as

included in Minister of Transportation’s Decree (Kemenhub) No.348 in 2019 about Guidelines

for the Calculation of Application Motorcycle Use Service Cost used for Community Interest.

This regulation is published to answer ojek online drivers’ complaint often

This regulation is published to answer the ojek online drivers’ complaint often

demonstrated in their protest to require the developer application and the government to

determine the rational tariff. In the regulation, three different tariff zonations are applied.

Lower limit tariff of IDR 1,800 – 2,100/km, upper limit tariff of IDR 2,500-2600/km, and

minimum service cost of IDR 7,000 – 10,000/4km are applied to three zonations.

The increase in ojek online tariff indeed relieves Organda and ojek pangkalan’s anger.

However, on the other hand it affects the community economy significantly. This tariff

increase in long term can worsen the condition because people will likely switch to other

transportation and leave ojek online. It also leads to ojek online partners’ difficulty to get

passenger in long term.

Results

A Model of Conflict Resolution Process between ojek online and ojek pangkalan used

here is the one suggested by (Liliweri 2009) in which there are two important dimensions in

an organization (emotion and rationality): cooperative, how far one party intends to satisfy

and to care about others and assertive, how far one party intends to satisfy or care about itself

only and there are two possibilities occuring in this characteristics: declination and

accomodation process. Furthermore, assertive dimension is how far one party intends to

satisfy or care about itself only, and this attitude is manifested into competition and

collaboration, and mediation called compromise in (Liliweri 2009) conflict resolution model.

Compromise or mediation means that this conflict resolution is conducted by compromising

or mediation. Those involved in mediation process are, among others, ojek online community

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existing in Garut, Organda, ojek pangkalan community (Ojek Pangkalan Terminal or Terminal

Base Taxibike), and police as mediator. The result of mediation performed is presented in table

2. The summary of conflict between ojek online and ojek pangkalan in Garut Regency is

presented in Figure 2.

Table 2.

Result of Conflict Mediation between Ojek Online and Ojek Pangkalan

Those involved Suggestion Note

Ojek online Community 1. Ojek online is prohibited from operating

or picking up passengers from Garut

Terminal territorial area between

Guntur Melati Street, Guntur Sari

Street, and Merdeka Street.

2. Ojek online is prohibited from wearing

attribute when coming into conflict-

vulnerable area including Guntur

Garut Terminal, Banyuresmi,

Karangpawitan, and Margawati)

3. Ojek Online is prohibited from

operating in the area aforementioned

from 07.00 p.m.-05.00 a.m.

Approving

Ojek pangkalan community

and Organda

Approving

Figure 1.

Map of Ojek Online conflict in Garut Regency

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Conclusion

Conflict mapping represents a problem encountered by those entering into conflict.

The mapping of conflict between ojek online and traditional public transportation in Garut

Regency is made through seven element of conflict consisting of firstly conflict sources

including ojek online’s behavior, competition for passenger, infringement of area, and

transportation business change. The second element is issues including sweeping performed

by ojek online group against ojek pangkalan. The third element is parties entering into conflict

consisting of ojek online and ojek pangkalan drivers, organda administrator, applicator

management, and police. The fourth element is poor attitude/feeling or non-respect between

ojek online and ojek pangkalan drivers. The fifth element is action, bad behavior or action

such as striking (attack) committed by ojek online drivers against ojek pangkalan drivers. Then

the action or measure taken by police officer is to impose sanction to the law breakers,

including those engaged in ojek online conflict. The sixth element is others’ intervention, in

this case police as governmental institution in charge of safeguarding the community and

maintaining their tranquility. Police, as mediator, imposes sanction to law breaker, including

those engaged in ojek online conflict, and the seventh element is final outcome performed in

compromise or mutual agreement, for example, ojek online is prohibited from operating or

picking up passenger from Garut Terminal territorial area between Guntur Melati Street,

Guntur Sari Street, and Merdeka Street and ojek online is prohibited from operating in the

areas aforementioned from 07.00 p.m. to 05.00 a.m.

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